Angela Hunter
Telecommunications
Los Angeles,CA
Summary
Results-focused professional offering thirteen years of progressive leadership experience. Drive efficient, service-oriented operations to support organizational growth and development. Collaborative and forward-thinking with excellent policy implementation, strategic planning and problem-solving abilities. Proficient in engaging stakeholders to build consensus and promote needed change.
Overview
30
30
years of professional experience
Work History
VP, Carrier Relations
TPx Communications
Los Angeles, CA
07.2017 - Current
- Gathered and analyzed data to identify areas for improvement in operations and processes.
- Cultivated relationships with key stakeholders, including customers, vendors, and partners.
- Established policies and procedures that improved operational efficiency across multiple departments.
- Analyzed vendor performance metrics to ensure compliance with service level agreements.
- Coordinated vendor onboarding activities and managed vendor lifecycle processes.
- Managed the implementation of new systems to improve vendor relations processes.
- Facilitated communication between internal departments and external vendors.
- Assisted in developing policies and procedures related to vendor management.
- Conducted regular meetings with existing vendors to discuss current performance levels.
- Maintained accurate records of all interactions with vendors in the company database.
- Collaborated with other departments to identify areas where improvements could be made in supplier relations.
- Ensured that all relevant stakeholders are informed of changes or updates regarding vendor contracts or relationships.
- Analyzed data collected from customer feedback surveys about their experiences working with suppliers.
- Participated in industry-related events such as conferences, trade shows., to build relationships with potential new partners.
- Organized and maintained documents, files and records.
- Read through contracts, regulations and procedural guidelines to verify comprehension and compliance.
Repair Manager
TPx Communications
Los Angeles, CA
02.2010 - 07.2017
- Responsible for all repair related issues for our largest customer base (Monthly Recurring Charge of $5,000 and above). Manage a team of 26 employees in California, Nevada and Texas markets in a 24/7 call center environment. Notable achievements over the last year (2016):
- Retained upward of $4.1 million in revenue by boosting customer satisfaction and resolution rate.
- Customer satisfaction rating of 98%
- Maintained Service Level of 84.2% with an average of 2700 answered calls per month.
- Reduced downtime credits by 15% (.22% of customer base)
- Present weekly performance data to the CEO and senior leaders. Utilize reports to build daily strategies to ensure the success of overall objectives.
- Project Manager for application and resource enhancements for improved productivity. Integrated a LEC bonding tool to interface directly with the ECM ticketing system. This application reduced man hours and decreased ticket handle time for improved service and overall productivity.
- Report team metrics, dis-satisfied customer survey and technical churn. Implement processes for reduction in credit, churn and chronic with positive results.
- Identify opportunities for organizational and departmental improvement when appropriate.
- Managed new hire process including interviewing, onboarding, training plans, mid and end year performance reviews.
- Monitored the progress of technicians' work to ensure timely completion of repairs.
- Coordinated with vendors, customers, and other departments to resolve product issues in a timely manner.
- Provided technical advice and guidance on complex repairs to service technicians.
- Collaborated with staff members to identify areas where process improvements could be made to increase efficiency in the department.
- Implemented quality assurance measures designed to improve the accuracy of repairs.
Lead Technician, Repair
TPx Communications
Los Angeles, CA
07.2006 - 02.2010
- Provided support to a team of eleven Tier II technicians, direct interface with Chronic, possible churn and dissatisfied customers and assisted with escalated issues from upper level management.
- Reviewed all planned service-affecting activities to ensure service outages were held to an absolute minimum.
- Performed quality checks on technicians repair tickets to reduce MTTR and customer satisfaction.
Education
High School Diploma -
Culver City High School
Culver City06.1988
Skills
- Operations Management
- Troubleshooting
- Vendor Relations
- Call Management
- Incident Management
- Call Center Operations
- Microsoft Office
- Project Support
- Performance Reporting
Accomplishments
- Honor and Excellence Award - 2022
- Employee of the Quarter - 2016
- Employee of the Quarter - 2014
References
References available upon request.
Timeline
VP, Carrier Relations
TPx Communications
07.2017 - Current
Repair Manager
TPx Communications
02.2010 - 07.2017
Lead Technician, Repair
TPx Communications
07.2006 - 02.2010
High School Diploma -
Culver City High School